We are currently in the final phase of our PureConnect to Genesys Cloud migration project. The timeline is tight due to upcoming GDPR compliance audits scheduled for Q3. We encountered an issue exporting call recordings and chat transcripts via the Data Export API. Specifically, PII fields like phone numbers and email addresses are not being masked when we enable the Mask Sensitive Data flag in the export request. We are running on AWS US-East-1, Genesys Cloud version 2023.10.x. The error log shows a warning: PII Masking skipped for external endpoints. Has anyone configured the data retention policies correctly to ensure masked PII is stored? We need this resolved before the audit date.
This issue typically arises when the Data Export API permissions are not granted correctly within the OAuth application registration. Ensure the View All Data scope is enabled for the service account running the export job. Regarding screen pops, we utilize the Genesys Cloud Salesforce Connector.
The connector respects the PII masking settings defined in the user preferences. Check the Salesforce Apex logs to confirm if the external endpoint is receiving unmasked data.
If the mask flag is ignored, it often indicates a mismatch between the tenant region and the data residency requirements.
From an integration perspective, ensure that the Genesys Cloud Java SDK is configured to handle the response payload securely. We utilize MuleSoft for data transformation before writing to our compliance vault. The API endpoint /api/v2/dataexport/exports returns raw data unless specific parameters are sent in the body. Use the maskSensitiveData flag in your POST request if utilizing the Data Export service. Also, verify that Kafka topics are encrypted at rest using AWS KMS keys.
Here is a snippet for the API payload:
POST /api/v2/dataexport/exports
Content-Type: application/json
{
"name": "GDPR_Compliance_Export",
"status": "PENDING",
"maskSensitiveData": true,
"filters": {
"dateRange": {
"startDate": "2023-10-01T00:00:00Z"
}
}
}
The same masking logic applies to Genesys Digital Experience data which includes chat transcripts. When configuring the Knowledge Base articles for our automated agents, ensure that any PII mentioned in the article content is sanitized before publishing. The Chatbot handoff process must comply with data residency rules.
If you are using the Contact Center Integration Hub, verify the connector permissions match the security requirements set by your compliance team. It is vital to test the chat session export functionality thoroughly.